MIS Executive/ Backoffice operations/Sales coordinator- Navi Mumbai

Department - Trans-Connect Operations (TCOPS)

Reporting To: Operations Lead – Trans-Connect
Location: Navi Mumbai

Working Model

• Rotational shift operations


• Business-critical support function


• 365-day operations


• Shift window: 07:00 AM – 10:00 PM

About Trans-Connect

Trans-Connect is Jio-bp’s digital fleet management and mobility platform, enabling commercial fleet operators to manage fueling, payments, fleet controls, driver management, and business transactions across a nationwide network.

The platform processes high-volume daily transactions and supports thousands of fleet customers, vehicles, drivers, channel partners, and retail outlets across India.

Role Purpose

The Techno-Functional Desk Executive serves as the first point of contact (L1/L2 Support) for all operational and techno-functional issues related to the Trans-Connect platform. This role ensures seamless customer and field support, timely issue resolution, transaction monitoring, fraud risk management, SLA compliance, and cross-functional coordination.

Critical to maintaining operational continuity, supporting revenue-generating activities, and delivering exceptional service to internal and external stakeholders.

Key Responsibilities

1. Operational Support & Incident Management

• Provide real-time operational support to field teams, channel partners, and internal stakeholders


• Act as the primary escalation point for operational and transaction-related issues


• Identify, troubleshoot, resolve, or escalate incidents within SLA timelines


• Maintain business continuity during critical incidents and peak transaction periods

2. Call Management

• Handle inbound operational support calls from:
  
  
  
  • Channel Partners (TCCs & Retail Outlets)
  
  
  • Key Account Managers (KAMs)
  
  
  • Area Sales Representatives (ASRs)
  
  
  • Sales & Operations Teams
  
  
  
  


• Record, track, and manage all cases via CRM systems


• Maintain high standards of customer service and end-to-end issue ownership

3. Email & Ticket Management

• Manage the official TCOPS support mailbox


• Acknowledge and respond to requests within SLA timelines


• Categorize, prioritize, and track tickets to closure


• Ensure timely stakeholder updates throughout the resolution lifecycle

4. Salesforce CRM Operations

• Manage escalated CRM cases related to:
  
  
  
  • Customer enrolments
  
  
  • Fuel transactions
  
  
  • Cash and digital loadings
  
  
  • Reversals and settlement issues
  
  
  • Business Continuity Process (BCP) exceptions
  
  
  
  


• Ensure all cases are resolved within agreed TAT

5. Fraud Monitoring & Risk Control

• Monitor Fraud Early Warning System (FEWS) alerts and transaction anomalies


• Conduct preliminary investigations into suspicious activities


• Initiate preventive and corrective actions per defined SOPs


• Support fraud prevention initiatives and revenue protection measures

6. Digital Payments & Transaction Operations

• Monitor and support:
  
  
  
  • Fleet Card Transactions
  
  
  • Payment Gateway Transactions
  
  
  • Wallet Loadings
  
  
  • Banking Integrations
  
  
  • Settlement and Reconciliation Activities
  
  
  
  


• Coordinate with banking partners and payment vendors to resolve issues

7. MIS, Analytics & Reporting

• Prepare and publish daily, weekly, and monthly operational reports covering:
  
  
  
  • Transaction volumes
  
  
  • Loading trends
  
  
  • Reversal metrics
  
  
  • Payment gateway performance
  
  
  • SLA adherence
  
  
  • Operational exceptions
  
  
  
  


• Ensure accuracy, consistency, and timely report distribution

8. Training & Knowledge Management

• Conduct training and knowledge-sharing sessions for:
  
  
  
  • Retail Outlet Staff
  
  
  • Channel Partners
  
  
  • Field Teams
  
  
  
  


• Educate stakeholders on operational processes, BCP procedures, and best practices


• Maintain and update process documentation and knowledge repositories

9. Customer & Call Centre Escalation Support

• Provide Level-2 support for escalated customer complaints and operational issues


• Perform root cause analysis and recommend long-term corrective actions